US9998603B2 - Attaching multiple phone lines to a single mobile or landline phone - Google Patents

Abstract

Agencies issue multiple devices to personnel for maintaining distinct identities over the course of assigned investigations. To provide flexible capabilities to agencies, a phone is converted for use with multiple attached telephone numbers. Accordingly, a single phone may be used to manage multiple identities over the course of one or more investigations. Using a multiple attached number, a given device can place and receive calls over the network to and from contacts. In addition to providing multiple attached numbers, calls using the multiple attached numbers may be monitored live and recorded to establish evidence.

Description

CROSS REFERENCE TO RELATED APPLICATIONS

This application is a continuation in part of U.S. application Ser. No. 13/539,050, filed Jun. 29, 2012, which claims the benefit of U.S. Provisional Application 61/503,586, filed Jun. 30, 2011, both of which are incorporated by reference herein in their entirety.

BACKGROUND

1. Field of Art

The present disclosure generally relates to the field of undercover operations and more specifically to managing multiple identities using a single phone.

2. Background of the Invention

Police officers and other agents “operators” oftentimes conduct multiple investigations at the same time during the course of their duties. In many cases, these investigations require the operator to use phones to call, send short message service “SMS” messages (including multimedia messaging service “MMS” messages and proprietary messaging services such as BLACKBERRY messages “BBM”), or otherwise communicate with various contacts under a fake identity. Oftentimes, criminals and other individuals can ascertain information about the operator or the device used by the operator from data associated with the communication. Accordingly, operators frequently use multiple telephonic devices to manage different contacts and protect their identity.

Many operators are issued multiple mobile phones by their agency or department for use with different contacts and for different investigations. For example, the operator may require different phones having different numbers when communicating with different contacts in order to maintain a specific identity or conceal their true identity. Traditionally, the operator would physically require multiple phones or multiple subscriber identity modules (SIM cards) to maintain these different identities.

Use of multiple physical phones present difficulties for the operator in that the operator must carry the correct phone and/or multiple phones at the right time to receive a call or otherwise use the device. Multiple SIM cards are similarly intrusive in that, while they contain all the information required for a given identity, the operator would not receive notifications of calls, etc., incoming to a SIM card unless it was active in a device. Hence, the operator would still require multiple phones to monitor activity on multiple SIM cards. Furthermore, agencies oftentimes lack the ability to issue operators the appropriate devices, SIMs and/or corresponding identities in real time. While these difficulties are discussed with respect to an operator, private individuals (e.g., a business owner) and other entities face similar difficulties when operating multiple devices.

SUMMARY

The above and other issues are address by a method and computer system for configuring one or more virtual numbers for use on a network and attaching the virtual numbers to the operator device. An embodiment of the method comprises receiving connection information in response to requests, such as a phone call or a message, from a telephonic device to communicate with a virtual number. The connection information includes device information about the telephonic device and the virtual number. Based on the connection information, the telephonic device is identified as a contact device or operator device from a mapping table that stores device information associated with virtual number information.

If the mapping table identifies the telephonic device requesting to connect to the virtual number as an operator device, the method further comprises receiving device information corresponding to a contact device the operator would like to communicate with and transmitting instructions for at least one of connecting the operator device with the contact device through the virtual number or transmitting data received from the operator device to the contact device from the virtual number.

If the mapping table identifies the telephonic device requesting to connect to the virtual number as a contact device, the method further comprises transmitting instructions for establishing a connection between the contact device and the operator device. As the contact device and the operator device communicate using the virtual number, contacts are prevented from ascertaining device and/or number information associated with the operator device.

The method may further comprise receiving number information for configuring the virtual number to playback a specified ring tone when the telephonic device requests to communicate with the virtual number. If the mapping table identifies the telephonic device requesting to connect to the virtual number as a contact device, the method further comprises continuing to play the specified ring tone for the contact device until the connection between the contact device and the operator device is established. The specified ring tone spoofs the physical location of the operator device.

The method may further comprise identifying a monitoring device associated with the virtual number based on the mapping table. In response to identifying the monitoring device, the method further comprises transmitting instructions for establishing a second connection with the monitoring device, the second connection configured to provide the monitoring device with audio communications between the contact device and the operator device. The second connection may also be configured to prevent the contact device and the monitoring device from receiving audio from the monitoring device for the duration of the second connection.

An embodiment of the system comprises a service having one or more processors and a non-transitory computer-readable storage medium storing computer program code. When executed, the computer program code causes the server to receive information in response to requests, such as a phone call or a message, from a telephonic device to communicate with a virtual number. The information received includes device information about the telephonic device and the virtual number. Based on the connection information, the server identifies the telephonic device as a contact device or operator device in response to matching received information with device information associated with virtual number information stored in a mapping table.

If the mapping table identifies the telephonic device requesting to connect to the virtual number as an operator device, the server receives device information corresponding to a contact device the operator would like to communicate with and, in turn, transmits instructions for at least one of connecting the operator device with the contact device through the virtual number or transmitting data received from the operator device to the contact device from the virtual number.

If the mapping table identifies the telephonic device requesting to connect to the virtual number as a contact device, the server transmits instructions for establishing a connection between the contact device and the operator device. As the contact device and the operator device communicate through the virtual number, contacts are prevented from ascertaining device and/or number information associated with the operator device.

The server may further receive number information for configuring the virtual number to playback a specified ring tone when the telephonic device requests to communicate with the virtual number. If the mapping table identifies the telephonic device requesting to connect to the virtual number as a contact device, the system may further transmit instructions for continuing to play the specified ring tone for the contact device until the connection between the contact device and the operator device is established. The specified ring tone spoofs the physical location of the operator device.

The server may further identify a monitoring device associated with the virtual number based on the mapping table. In response to identifying the monitoring device, the server may further transmit instructions for establishing a second connection with the monitoring device, the second connection configured to provide the monitoring device with audio communications between the contact device and the operator device. The second connection may also be configured to prevent the contact device and the monitoring device from receiving audio from the monitoring device for the duration of the second connection.

Additionally, multiple virtual numbers may be attached, or associated with, a single operator device to allow an operator to manage a variety of contacts. In turn, embodiments may further comprise receiving a selection of which virtual number to use for communicating with a specified contact device without compromising operator identity.

BRIEF DESCRIPTION OF THE DRAWINGS

The teachings of the embodiments can be readily understood by considering the following detailed description in conjunction with the accompanying drawings.

FIG. 1A is a block diagram illustrating an environment for implementing a multiple attached number “MA number” system according to one example embodiment.

FIG. 1B is a block diagram illustrating an operating environment of an agency service providing MA numbers according to one example embodiment.

FIG. 2 is a block diagram illustrating a MA module according to one example embodiment.

FIG. 3A is an interaction diagram illustrating a method for provisioning and mapping virtual numbers for operating an operator device with MA numbers according to one example embodiment.

FIGS. 3B and 3C are tables illustrating example embodiments of virtual number mapping for operating and monitoring MA numbers.

FIG. 3D is a table illustrating an example embodiment of virtual number mapping for automatically notifying a monitoring device.

FIG. 4 is an interaction diagram illustrating a method for connecting an operator device and contact device using a virtual number according to one example embodiment.

FIG. 5A is an interaction diagram illustrating a method for dialing out to a contact device using a MA number, according to one example embodiment.

FIG. 5B is an interaction diagram illustrating a method for dialing out to an operator device using a MA number, according to one example embodiment.

FIG. 6 is an interaction diagram illustrating a method for dialing in a monitoring device to monitor an operator device according to one example embodiment.

FIGS. 7A and 7B are example interaction diagrams illustrating methods for monitoring700 anoperator device101 according to an embodiment.

DETAILED DESCRIPTION

The Figures (FIG.) and the following description relate to preferred embodiments by way of illustration only. It should be noted that from the following discussion, alternative embodiments of the structures and methods disclosed herein will be readily recognized as viable alternatives that may be employed without departing from the principles of the embodiments.

Reference will now be made in detail to several embodiments, examples of which are illustrated in the accompanying figures. It is noted that wherever practicable, similar or like reference numbers may be used in the figures and may indicate similar or like functionality. The figures depict embodiments for purposes of illustration only.

Overview

Many operators posses a personal mobile phone or are issued a mobile phone by their agency or department. Oftentimes, operators work multiple cases and the traditional procedure of issuing/carrying additional devices or SIMs is not feasible under the given circumstances or simply cumbersome to the operator or agency. Furthermore, the traditional procedure requires the operator to manually mange the collection of devices, SIMs and their associated identities. In high pressure situations, the operator may inadvertently compromise an identity or lack the appropriately configured device. Accordingly, the agency may coordinate with an agency support service for configuring the operator's mobile phone or landline phone to fulfill the role of multiple telephonic devices. The configuration can take place over-the-air such that a given phone is conveniently converted as needed. Additionally, if the agency desires to provide the capabilities of multiple telephonic devices to additional operators, the agency can specify additional phones for configuration.

Example embodiments described herein relate to implementing a multiple attached “MA” number system over a wired and wireless radio network (e.g., PSTN, Cellular Network and/or WiFi) for network capable devices, such as a mobile phone, or a land-line phone for use with multiple attached numbers “MA numbers”. As mobile phones and similar devices are commonly carried by operators during the course of undercover investigations, mobile phones offer an existing platform for transmitting data wirelessly. Use of such a device with MA numbers allows operators to utilize a single operator device, but maintain numerous, distinct telephonic identities for communicating with various contacts. Operators working from a fixed location with a land-line phone are also provided similar capabilities for using MA numbers.

Additionally, with the popularity of smart phones and feature phones, additional monitoring and safety features may be integrated into the operator's device for enhancing operational viability in the field. For example, the operator device may be configured to collect a wide range of valuable real-time data. Real-time data collected by the operator device may include audio and Global Positioning System (“GPS”) coordinates, etc.

The operator device may subsequently transmit all or a portion of the collected real-time data over existing channels (e.g., a network) back to the agency, agency service or another entity, such as those monitoring the operator's activities using a MA number. For example, embodiments of the agency, agency service and/or other entities within the MA number system receive the collected data for storage and/or live streaming to monitoring devices, operator devices and records. Depending on the embodiment, the monitoring devices are further configured to access and present (e.g., play and/or display) a variety of the real-time and historical data stored on or streamed by the entities on the network. For example, the monitoring devices may access a web interface, API or execute a standalone application for viewing operator device and MA number details and collected information. In some embodiments, the monitoring devices may access portions of the real-time data via a provided monitoring line associated with the MA number and configured for maintaining the operator's cover. The monitoring line may be used to provide call audio to monitoring devices. Alternatively, the mentoring device may be connected to the MA number, but with outbound audio communications from the monitoring device disabled. Thus, the monitor may be provided with call audio while the operator's cover is maintained. Furthermore, other agencies with appropriate credentials and monitoring devices may similarly access portions of the collected information during inter-agency investigations.

Environment and Implementation of the Operator Device System

FIG. 1A is a block diagram illustrating anenvironment100 for implementing a multiple attached number system according to one example embodiment. As shown theenvironment100 includes anetwork120 connecting an agency support service provider “agency service”115, anoperator device101 andcontact devices105A through105E. While only oneagency service115 and oneoperator device101 are shown inFIG. 1A for clarity, embodiments can supportmany operator devices101 and have multipleagency service providers115.

Agency service115 represents a collection of compute devices (e.g., servers) and related storage mediums that are configured for performing various activities such as configuringoperator devices101, exchanging data over thenetwork120 and storing data in support of one or more agencies (not shown) and operatedoperator devices101. For example, theagency service115 may include one or more modules providing ascribed functionality to an agency via an application programming interface (“API”) or web interface, collectively “the interface”, as described in more detail with reference toFIG. 1B. Theagency service115 may also include infrastructure for providing audio and video communicability (e.g., internally and/or over the network120) within the monitoring interface using the public switched telephone network (“PSTN”), voice over internet protocol (“VoIP”) and video conferencing services.

Theoperator devices101 are oftentimes mobile telephonic devices capable of collecting data and transmitting data (e.g., wirelessly) over thenetwork120. Some examples of anoperator device101 include a mobile phone, tablet or notebook computer. Example embodiments of theoperator device101 as a mobile phone include feature phones, smart phones or standard mobile phones. Accordingly, a given mobile phone or other device operated as anoperator device101 may not necessarily include or support all of the functionality ascribed herein to the operator device or MA number system due to inherent differences in device capabilities. In some embodiments, other telephonic devices such as land-line phones are used with the MA number system.

In one embodiment, theoperator device101 executes a MA module for automating connections through thenetwork120 and collecting and transmitting data to entities on thenetwork120. An example embodiment of a MA module is described in more detail with reference toFIG. 2.

In addition to theoperator devices101, a number of monitoring devices (not shown) may connect to entities on thenetwork120 to obtain or present data associated with one or more of the operator devices. Depending on the embodiment, a monitoring device is anetwork120 capable device that can be operated within an agency or externally in the field. As referred to herein, a monitoring device is a mobile or stationary device capable of connectivity (e.g., wireless or wired) to anetwork120 such as an agency network, the internet, PSTN and/or cellular network. Some examples of a monitoring device include a mobile phone, land-line phone, tablet and notebook or desktop computer.

Example embodiments of the monitoring device as a mobile phone can include feature phones, smart phones or standard mobile phones. Accordingly, a given mobile phone or other device operated as a monitoring device does not necessarily include or support all of the functionality ascribed herein to the monitoring device or the MA number system due to inherent differences in device capabilities. In one example embodiment, the monitoring device executes a monitoring module for interfacing with entities on thenetwork120 to manageoperator devices101 and view collected data.

Also shown are a number ofcontact devices105 associated with contacts the operator desires to communicate with using a desired identity. Embodiments of thevarious contact devices105 include anynetwork120 capable device that may send or receive information associated with a transmitting number on the network120 (however, in some instances, thecontact device105 may use a virtual number itself, or other means, to do so). Accordingly, as referred to herein, acontact device105 is a mobile or stationary device capable of connectivity (e.g., wireless or wired) to thenetwork120 for sending or receiving information over the internet, PSTN and/or cellular network. Some examples of acontact device105 include a mobile phone, land-line phone, tablet and notebook or desktop computer.

FIG. 1A also illustrates a number ofvirtual numbers135A through135D configured for use on thenetwork120. In one embodiment, theagency service115 provisions and configures the virtual numbers135 and handles number information to establish identities for the virtual numbers on thenetwork120. Additionally, theagency service115 receivesconnection information137 describingoperator devices101 andcontact devices105 requesting to communicate with handled virtual numbers135. For example, anoperator device101 orcontact device105 may request (and attempt) to communicate with a virtual number (e.g.,135A) by way of a connection request or otherwise transmitting data to the virtual number. Common examples of communication requests include placing a call to and/or messaging the virtual number from a given device. Based on the device information and configuration of the virtual number, theagency service115 identifies devices requesting to communicate with a virtual number as either theoperator device101 associated with the virtual number or a contact device105 (and, in some cases, a monitoring device). For example, theagency service115 may maintain a mapping table storing transmitting numbers and authentication information for a givenoperator device101 and attached virtual numbers135 for identifying the operator device based on theconnection information127.

When theoperator device101 requests to communicate with thevirtual number135A, theagency service115 identifies the transmitting number of the device as that of theoperator device101 using the mapping table. After identifying theoperator device101, theagency service115 enables theoperator device101 to specify a givencontact105A the operator would like to communicate with and, in turn, enables theoperator device101 to communicate with thecontact device105A through (e.g., establishing a connection with or transmitting data from) the virtual number. For example, theoperator device101 specifies device information, such as a transmitting number, for thecontact device105A. Theagency service115 receives the device information for thecontact device105A and transmits instructions that cause the contact device to receive a call fromvirtual number135A. If thecontact device105A answers, the parties are connected.

In another example, theoperator device101 may transmit data such as an SMS message to thevirtual number135A and specify acontact device105A for receiving the SMS message from thevirtual number135A. In other words, theagency service115 transmits instructions (e.g., to a provider) to dial out to thecontact device105A from thevirtual number135A to connect theoperator device101 with thecontact device105 or to send an SMS message from the virtual number to transmit data received from theoperator device101 to intended the contact. As theagency service115 connects theoperator device101 with entities on thenetwork120 through the virtual number, the virtual numbers135 prevent other entities, such ascontacts105, from viewing device and/or number information associated with the operator device.

When thecontact device105A requests to communicate with thevirtual number135A, theagency service115 determines that the transmitting number of the device is not that of theoperator device101 using the mapping table. Thus, theagency service115 identifies thecontact device105A as attempting to communicate with the operator using the virtual number. Theagency service115 determines the operator device (e.g., operator device101) associated with thevirtual number135A and in turn, enables theoperator device101 to receive communications from thecontact device105A through thevirtual number135A. For example, theagency service115 may transmit instructions for connecting thecontact device105 with the operator device101 (e.g., by dialing out to theoperator device101, optionally from the virtual number) or transmitting data such as SMS messages received at the virtual number from the contact device to the operator device from the virtual number or directly from theagency service115. As thecontact devices105 send and receive communications to/from theoperator device101 through the virtual number, contacts are typically unable to ascertain device and/or number information associated with the operator device.

Theoperator device105, on the other hand, may receive theconnection information137 from theagency service115 or other entity aboutcontact devices105 dialing a virtual number135 and the number identity of the dialed virtual number. Accordingly, the operator may make an informed decision about the caller and the identity expected from the operator. Theagency service115 may further enable the operator or agency to configure multiple virtual numbers to attach to, or associated with, asingle operator device101 for managing a variety ofcontacts105. In turn, the operator may use thesingle operator device101 to select which virtual number (e.g.,135A) to use for connecting to a specifiedcontact device105A over thenetwork120 without compromising operator identity.

As described above, theagency service115 provisions and configures virtual numbers135 and handles number information to establish identities for the virtual numbers on thenetwork120. In some embodiments, theagency service115 may additionally specify one or more monitoring devices (not shown) to notify when theoperator device101 orcontact device105 utilizes avirtual number135A for communications. For example, theagency service115 may maintain a mapping table storing transmitting numbers and authentication information for monitoring devices in associated with thevirtual number135A. When theagency service115 identifies anoperator device101 requesting to communicate using thevirtual number135A or acontact device105 attempting to connect to thevirtual number135A, theagency service115 connects the parties while additionally notifying the monitoring device. The notifications themselves may come in different forms and are explained in more detail below.

In the case telephonic communications between thecontact device105 and theoperator device101, theagency service115 identifies instances when theoperator device101 and thecontact device105 attempt to establish telephonic communications through thevirtual number135A. In turn, theagency service115 may transmit instructions (e.g., to a provider) to dial out to the monitoring device and connect the monitoring device with thevirtual number135A. When connected to the virtual number135, the monitoring device receives the audio data corresponding to communication between thecontact device105 andoperator device101 through the virtual number135. In order to prevent contact suspicion as to the operator's identity, audio transmissions from the monitoring device to the virtual number and any audio associated with establishing the connecting between the monitoring device and the virtual number is disabled.

In the case of SMS communications between theoperator device101 andcontact device105, theagency service115 identifies the sender, intended recipient and thevirtual number135A used. In turn, theagency service115 may transmit instructions to append the SMS message with the identity of the sender, recipient and/or virtual number. The SMS messages may then be forwarded to monitoring devices associated with the virtual number (e.g., in the mapping table) and capable of receiving SMS messages. Thevirtual number135A used may be omitted from the SMS message when thevirtual number135A is utilized to transmit the SMS message to the monitor device. Alternatively, theagency service115 may retrieve the SMS message (e.g., from a provider or the operator device) and provide the messages to the monitoring device in another fashion, such as via email or an online interface.

Thenetwork120 represents the communication pathway between agencies,agency service115, theoperator devices101,contact devices105, monitoring devices and other entities (not shown). In one embodiment, thenetwork120 includes standard communications technologies and/or protocols and can include the Internet and PSTN. Oftentimes, these communications technologies and/or protocols carry both PSTN and Internet related data. Thus, thenetwork120 can include links using technologies such as Ethernet, 802.11, worldwide interoperability for microwave access (WiMAX), 2G/3G/4G mobile communications protocols, worldwide interoperability for PSTN communications, digital subscriber line (DSL), asynchronous transfer mode (ATM), InfiniBand, PCI Express Advanced Switching, etc. Similarly, the networking protocols used on thenetwork120 can include multiprotocol label switching (MPLS), the transmission control protocol/Internet protocol (TCP/IP), the User Datagram Protocol (UDP), the hypertext transport protocol (HTTP), the simple mail transfer protocol (SMTP), the file transfer protocol (FTP), etc. The data exchanged over thenetwork120 can be represented using technologies and/or formats including analog audio (e.g., for last mile PSTN communications), digital audio and video (e.g., as a file or streaming with Real Time Streaming Protocol), the hypertext markup language (HTML), the extensible markup language (XML), JavaScript, VBScript, FLASH, the portable document format (PDF), etc. In addition, all or some of the data exchanged over thenetwork120 can be encrypted using conventional encryption technologies such as secure sockets layer (SSL), transport layer security (TLS), virtual private networks (VPNs), Internet Protocol security (IPsec), etc. In another embodiment, the entities on thenetwork120 can use custom and/or dedicated data communications technologies instead of, or in addition to, the ones described above. For example, some government agencies and the military may operate networks auxiliary to the internet and PSTN.

As used herein, the term “module” refers to computer program instructions and/or other logic used to provide the specified functionality. Thus, a module can be implemented in hardware, firmware, and/or software. In one embodiment, program modules formed of executable computer program instructions are stored on a non-transitory storage device, loaded into memory, and executed by a computer processor as one or more processes.

As used herein, the terms “message,” “messaging,” and “short messaging service (SMS)” each comprise the breadth of messaging services and related technologies or standards used for communicating and transmitting data over thenetwork120. These technologies and services include SMS messages, multimedia messaging service “MMS” messages, proprietary messaging service messages such as BLACKBERRY messages “BBM” and the like.

FIG. 1B is a block diagram illustrating an operating environment of anagency service115 providing MA numbers according to one example embodiment. As shown, the operating environment includes anagency110,monitoring devices107,operator devices101,contacts105 and anetwork120 with components such as theinternet123,telephony125 andprovider127. Thenetwork120 may also include GPS satellites (not shown) that relay position data tooperator devices101 and other devices.

Agency110 represents a collection of servers, desktop, notebook or tablet computers, mobile telephones and related storage mediums used by respective agency personnel for executing applications or modules to communicate with and receive data from the agency service115 (e.g., via the interface145) and other entities on thenetwork120. For example,agency110 devices may execute a web browser to access a web interface or execute a mobile or desktop application for communicating with an API provided by theagency service115. Anagency110 may also include telephonic and video infrastructure enabling audio and video communicability (e.g., internally and/or over the network120) using the public switched telephone network (“PTSN”), voice over internet protocol (“VoIP”) and video conferencing services for monitoring or specifying configurations for usingoperator devices101 with virtual numbers135.

Thetelephony network125 may include servers, switches and other hardware and software for implementing, among other protocols and technologies, worldwide interoperability for PSTN communications including land-lines and 2G/3G/4G wireless protocols. Thetelephony network125 also provides mobile devices with the capability to transmit and receive data over theinternet123. Thetelephony network125 is managed by one or more communication service providers “CSPs” (not shown) that own telephone numbers for use on the PSTN and the CSPs own network (e.g., a wireless network that communicates with the PSTN).

Theprovider127 may include servers, switches and other hardware and software for communicating over thenetwork120 with CSPs and other entities. Theprovider127 buys or leases numbers for use on thetelephony network125 from multiple CSPs. Theprovider127, in turn, manages numbers provisioned for use by theagency service115 and the telephony traffic associated with the numbers. In one embodiment, theprovider127 allows theagency service115 to provision one or more of the numbers as virtual numbers over thenetwork120.

Typically, a number used on thetelephony125 network directs to a given mobile device, VoIP device or land-line device having an associated number identity characterized by automatic number identification “ANI” information, or caller identification. Virtual numbers, while still operable with the PSTN and CSP networks, are associated with theprovider127 who handles telephony traffic for the number. Because a virtual number does not direct to an end user device, theprovider127 may establish connections with devices dialing the virtual number, record call information such as call audio and caller history (e.g., on a computer readable medium) and stream/provide call information for download (e.g., over the network120).

Theprovider127 may also pass/bridge audio (bidirectional or unidirectional) in real-time between two or more telephonic devices establishing connections with the same or different virtual numbers (or connected by theprovider127 via a virtual number). Additionally, as the virtual numbers are handled by theprovider127, theagency service115 may modify ANI information and caller identification associated with the virtual number.

In addition to provisioning virtual numbers for theagency service115, theprovider127 communicates notifications and data associated with the virtual numbers to theagency service115 or other entity such as theagency110. For example, theprovider127 may notify the agency service115 (and optionally anoperator device101 or monitoring device107) of an incoming caller or message to the virtual number and receive instructions from theagency service115 to connect the caller to the virtual number (or another device) or redirect the message. In a specific example, theagency service115 may provide instructions for theprovider125 to notify a monitoring device (e.g.,107C) in response to use of the virtual number. Theprovider125, in turn, may dial out themonitoring device107C via the virtual number (or other virtual number) and pass (or bridge) audio such that themonitoring device107C receives the audio transmissions between theoperator device101 andcontact device105 on the virtual number. Theprovider127 may also receive instructions to stop/start recordings of calls placed to the virtual number and interface with a transcription service to transcribe call audio. In turn, theprovider127 can transmit the recordings and transcripts to theagency service115 or other entity on thenetwork120.

Additionally, theprovider127 may enable or disable inbound and/or outbound audio for different parties such as amonitoring device107C connected or connecting to a virtual number and recordings thereof responsive to instructions received (e.g., via an API) from theagency service115. Theprovider127 can receive instructions for managing a virtual number and notifications as part of the provisioning process, prior to an incoming call or in real-time from theagency service115 when connecting an incoming caller to the virtual number. In some embodiments, theprovider127 communicates directly with theagency110,operating device101 and/ormonitoring device107 to provision virtual numbers, transmit notifications and data or receive instructions. Additionally, theprovider127 itself may function as a CSP and vice versa.

Theagency service115 receives requests for provisioning and mapping virtual number from theagency110,operator device101, ormonitoring device107. The requests can include number information for provisioning virtual numbers such as an area code (e.g.,555), country code (e.g., +44) and/or associated CSP. In turn, theagency service115 queries theprovider127 for available virtual numbers matching the request and returns the matching virtual numbers to the requesting entity. Theagency service115 subsequently receives a selection of virtual numbers from the requesting entity and claims the virtual numbers from theprovider127.

When provisioning a virtual number, theagency service115 may optionally allow the entity to specify number information such as ANI and/or caller identification associated with the virtual number to spoof the number's identity on thenetwork120. Theagency service115, in turn, transmits instructions to theprovider127 for modifying the number identity. Theagency service115 may optionally verify the spoofed number identity. When a virtual number is no longer needed by the agency110A, theagency service115 obtains any audio recordings or call logs associated with the virtual number and releases the number back to theprovider127.

Additionally, theagency service115 may optionally allow the entity to specify number information such as a ring tone for provisioned virtual numbers. The specified ring tone may be used to spoof the location where the number is being used on thenetwork120 or mimic a custom ringtone. Specifically, as ring tones can differ between countries, and for a host of other reasons, theagency service115 may enable the entity to configure the virtual number with theprovider127 such that a specified ring tone is played when parties (e.g., a contact and operator) communicate using the virtual number. In a real world example, if the virtual number is based in the United Kingdom and the contact expects the operator using the virtual number to be in the United States, the contact may hear (incorrectly) the ring tone for the United Kingdom when dialing the virtual number (rather than the expected United States ring tone). Accordingly, theagency service115 may provide the entity with a list of ring tones (e.g., for different countries) and/or enable the entity to upload a desired ring tone for playback to those dialing the virtual number. Theagency service115, in turn, transmits instructions to theprovider127 for configuring the virtual number with the desired ring tone for playback. Thus, the cover of the operator may be maintained when the contact dials the virtual number.

The requests can also include mapping information for configuring claimed virtual number function in a mapping table. Depending on the desired configuration, the mapping information may include the transmitting number of anoperator device101 and/or andmonitoring device107, virtual number for association with the device and/or desired function of the virtual number (e.g., MA number or local number). One example mapping request may specify a claimed virtual number for use as a virtual multiple attached number (MA number) thatoperator devices101 connect to in order to transmit collected data (e.g., audio) over thetelephony125 network from the MA number's identity (e.g., to contact devices105). In one embodiment, the request includes the transmitting number of theoperator device101 and a given claimed virtual number for configuration as the MA number. In response to the request, theagency service115 associates the transmitting number of theoperator device101 with the MA number and stores the association in a mapping table.

Another example mapping request may specify a claimed virtual number for use as a virtual local number (local number) thatmonitoring devices107 connect to in order to monitor a MA number (e.g., listen to audio transmitted betweenoperator device101 and a contact device105). Theoperator device101 may also utilize the local number to avoid long distances charges for MA numbers in different countries or area codes. In one embodiment, the request includes a given claimed virtual number (e.g., the local number) and the MA number. In response to the request, theagency service115 associates the MA number with the local number and stores the association in a mapping table.

In some embodiments, a mapping request may optionally include the transmitting number of amonitoring device107 which theagency service115 associates with a MA number or local number to identify the monitoring device. Asmultiple monitoring devices107A,107B,107C may monitor call audio, theagency service115 may store multiple transmitting numbers of monitoring devices in association with a single MA number or local number in a mapping table.

In practice,agency service115 consults the mapping table to automatically identify a device connecting to a virtual number (e.g., the MA number) as theoperator device101,monitoring device107 orcontact device105 based on the device's transmitting number. Thus, for example, an operator of anoperator device101 may simply dial an MA number mapped to the transmitting number of his phone to place a call using a given MA number.

Personnel with amonitoring device107 that desire to monitor theoperator device101 with a mobile or land-line phone at the agency110A or in the field can dial the local number associated with the MA number (and, in some embodiments, the MA number itself). However, in one embodiment (e.g., connecting to a local number), as theagency service115 does not identify the transmitting number of the device as that of theoperator device101, personnel devices are appropriately identified as monitoringdevices107. In some embodiments (e.g., connecting to a local number and/or MA number), theagency service115 identifies connectingmonitoring device107 based on a mapping of monitoring devices'107 transmitting numbers to the receiving number. Alternatively, theagency service115 identifies themonitoring device107 oroperator device101 responsive to personal identification number or code “PIN” entered when connecting to a virtual number.

Embodiments of theagency service115 use the mapping of theoperator device101 to MA numbers for instructing theprovider127 to automatically dial (e.g., from an MA number or via call forwarding) the operator device when calls are received fromcontact devices105 on an MA number mapped to the operator device for connecting the parties. Additionally, embodiments of theagency service115 use the mapping of theoperator device101 to MA numbers for identifying when the operator device desires to use an MA number and instructing theprovider127 to dial (e.g., from an MA number) acontact device105 specified by the operator and connect the parties. Theagency service115 may also provideoperating devices101 with caller and MA number details through theinterface145, via SMS message or email. Embodiments of theagency service115 may also use mapping information to direct text messages received on an MA number to anoperating device101 and send text messages (e.g., from the operating device) from the MA number to entities on thenetwork120 such ascontact devices105.

Additionally, embodiments of theagency service115 can use the mapping ofmonitoring devices107 to MA numbers (e.g., directly, of via associated local numbers) for instructing theprovider127 to automatically dial (e.g., from a specified local number or the MA number) or otherwise notify (e.g., a SMS message) monitoring devices when calls are placed or received using a given MA number. Theagency service115 may also notifymonitoring devices107 through theinterface145 or via email.

To prohibit unauthorized access to MA numbers (and local numbers), theagency service115 may allow personnel and operators to specify key-ins when provisioning and/or mapping virtual numbers. Theagency service115 stores the key-ins in the mapping table or other suitable database structure to identify and authenticate callers attempting connections to the virtual numbers responsive to correct key-ins. Depending on the embodiment, theagency110,agency service115 orprovider127 may store the mapping table and/or key-ins for device identification and authentication.

In some embodiments, theagency service115 provides aMA module141 to theoperator device101. TheMA module141 interfaces with the native dialer of theoperator device101 to automate the connection process to a givencontact device105. Additionally, theMA module141 may interface withoperator device101 software and/or hardware to utilize features such as a GPS device to collect real-time position data. TheMA module141 transmits the collected data over thenetwork120 back to theagency service115 or other entity. Theagency service115, in turn, may store the collected data for transmission to one ormore monitoring devices107 and theagency110. Furthermore, theMA module141 may be configured with a password or otherwise disguised when executed to prevent users other than the operator from accessing the module altogether and/or particular features. TheMA module141 is described in more detail with reference toFIG. 2.

In some embodiments, theagency service115 includes aninterface145 for providing data received fromoperator devices101 and call audio between operators and contacts tovarious monitoring devices107 and/orappliances150 over thenetwork120. For example, theinterface145 may providemonitoring devices107 with data corresponding to the status (e.g., connected or disconnected) of one ormore operator devices101 and the corresponding MA number and contact device information. If theoperator device101 is transmitting real-time data or connected to acontact device105, theinterface145 can stream data such as audio from the active transmission, GPS coordinates with heading, speed and coordinates of last-reported locations for placement on a map, and the internet protocol address and/or telephone numbers of other personnel monitoring or having access to the operator device or MA number. In some embodiments, theinterface145 syncs collected data prior to transmission or includes tags in the transmitted data for synchronization of playback at themonitoring device107 oroperator device101. Theinterface145 can also stream, or provide for download, previously recorded monitoring sessions.

In some embodiments, theagency service115 provides amonitoring module143 tomonitoring devices107 for accessing theinterface145. Themonitoring module143 transmits requests associated with configuring anoperator device101 and receiving real-time and historic data. For example, themonitoring module143 may provide a user interface or status dashboard with options for provisioning virtual numbers, mapping a transmitting number of anoperator device101 ormonitoring device107 to a given virtual number and assigning key-ins for connecting to the virtual number. In one embodiment, the dashboard provides an option to toggle a recording session on or off with theagency service115. When the recording session is disabled, themonitoring device107 still receives real-time data, but theagency service115,appliance150 andprovider127 do not store copies of the collected data.

Themonitoring module143 may also display real-time status information for theoperator device101 including current GPS location, tracked GPS location, live audio, mapping table information and other information collected from the operator device,operator device105, or MA number and streamed by theinterface145. Similarly, themonitoring module143 may be used to access and playback historic activity associated with a given virtual number oroperator device101. For example, themonitoring module143 may download files for playback or steam them. In addition to interfacing with theagency service115, themonitoring module143 may interface with anappliance150 that stores (or backs up) collected data within theagency110.

Themonitoring module143 may interface with the native dialer of themonitoring device107 and notify the monitor when connection requests from virtual numbers are received (e.g., in instances where themonitoring device107 is dialed in to monitor a call). Embodiments of themonitoring module143 may also be configured to automatically establish the connection with the virtual number. Themonitoring module143 may display information for the virtual number and, optionally, thecontact device105 and/oroperator device101 using the virtual number with the notification. Displayed information for the virtual number,operator device101, and/orcontact device105 may include associated number information, mapping information, and/or case information stored at theagency service115,provider127, and/orappliance150. For example, themonitoring module143 may communicate with theagency service115 and/orappliance150 to receive mapping information and case information corresponding to MA numbers (and operating devices) the transmitting number of themonitoring device107 executing themonitoring module143 is authorized to monitor. Additionally, themonitoring module143 may include functionality of theMA module141 and vice versa.

In one embodiment, theagency110 includes anappliance150 for storing data collected byoperator devices101 and call audio using MA numbers. Theappliance150 may utilize themonitoring interface145 provided by theagency service115 for updating stored data or receive data directly fromoperator devices101. Additionally, theappliance150 may receive audio recorded on a virtual number and associated transcripts from theprovider127 oragency service115. One example embodiment of theappliance150 also includes its own interface (not shown) that enablesmonitoring devices107 and operator device to access real-time and historic data stored on the appliance for an MA number. Interfaces provided by theagency service115 orappliance150 may also be accessible via a web browser for streaming or downloading data and include the same or similar options.

Additionally, theappliance150 andagency service115 may communicate to intermittently update collected data and records at defined intervals or in response to notifications to download data. During the intervals or notification periods, theagency service115 may process the data and perform any necessary actions as desired byoperator devices101 ormonitoring device107 until the data is transferred to theappliance150. In some embodiments, theagency service115 maintains a persistent connection with theappliance150 to facilitate transfer of real-time data collected byoperator devices101 operated in the field.

In one embodiment, theagency service115 insures that it, and theprovider127, do not possess data collected byoperator devices101 or from a virtual number beyond the time needed to facilitate transfer. However, in mission critical situations, operators andother agency110 personnel cannot rely only on the availability of theappliance150 for storing and maintaining collected data. Consequently, if theappliance150 is unable to take possession of the collected data or go offline during transfer, theagency service115 and/or theprovider127 may maintain possession of the collected data until theappliance150 is functioning. Furthermore, theagency service115 and/orprovider127 may determine whether checksums, hashes or sizes of transferred data match the appliance's150 version prior to deleting stored data.

In some embodiments, theagency service115 maintains an appliance instead of, or in addition to, theagency110. In such cases, the appliance may exist as a dedicated piece of hardware or remote storage. Alternatively, embodiments of theappliance150 may be implemented in a cloud computing and storage stack available on thenetwork120.

Operator Device Functionality

FIG. 2 is a block diagram illustrating aMA module141 according to one example embodiment. As mentioned above, theMA module141 may be downloaded from theagency service115 to theoperator device101 and executed to facilitate communications using MA numbers and collect and transmit data to entities on thenetwork120. As shown inFIG. 2, theMA module141 itself includes multiple modules. In the embodiment shown inFIG. 2, theMA module141 includes aconnection module205,GPS module210,provisioning module215,caller ID module220,case module225 andSMS module230. In some embodiments, the functions are distributed among the modules in a different manner than described herein. Other embodiments have additional and/or other modules.

Theconnection module205 automates the connection process for dialing out to a given contact. Theconnection module205 receives input from the operator including an MA number associated with theoperator device101. In some embodiments, theconnection module205 further receives input indicating a local number associated with theoperator device101 or the MA number. Once a connection with the MA number is established, theconnection module205 transmits the number for acontact device105 the operator desires to call over thenetwork120. Theconnection module205 may allow the operator to enter the number of thecontact device105 prior to, or after establishing the connection with the MA number. Additionally, theconnection module205 may interface with theagency service115 to receive information about MA numbers associated with a given local number or the transmitting number of theoperator device105. Theconnection module205 may then present an interface to the operator indicating one or more available MA numbers with their number information for selection.

In one embodiment, theconnection module205 detects whether incoming calls were initially placed to a MA number. Theconnection module205 subsequently determines MA number and/orcontact device105 information for display to the operator. In one embodiment, theconnection module205 accesses a locally or remotely stored address book to retrieve an address book entry associated with the MA number and/orcontact device105. Alternatively, theconnection module205 may receive and display notifications from the agency service1115 orprovider127 about incoming calls. Based on the notification or address book information, the operator may review the appropriate identity expected by the contact and/or the contact.

Depending on the operator device's101 capabilities, thecommunication module205 may enable placement/receipt of multiple outgoing and incoming calls to virtual and non-virtual numbers within the native dialer application or similar.

TheGPS module210 communicates with a native GPS receiver on theoperator device101 to receive GPS location data. TheGPS module210 may also communicate with other radio receivers and directional mechanisms (e.g., compass or accelerometers) on theoperator device101 to receive additional location data. TheGPS module210 processes the GPS and radio location data to determine and refine an estimated location measurement for theoperator device101. The location measurement may include, but is not limited to, a latitude, longitude, altitude, heading, speed, associated accuracy measurement and the time and date of recording. TheGPS module210 transmits the determined location measurement over thenetwork120 theagency service115 or other entity. In one embodiment, theGPS module210 streams the location measurement in real-time.

Theprovisioning module215 interfaces with theprovider127 oragency services115 to provision virtual numbers and modify virtual number assignments and function in the field. Alternatively, a web browser on theoperator device101 may be used. For example, the web browser orprovisioning module215 may present the operator with a list of all virtual numbers associated with a given account, transmitting number, or local number. Through the interface, the operator may provision and modify mapping and function of the virtual numbers. Additionally, for example, the operator may specify number information for a virtual number or specify a ring tone for playback when the virtual number is dialed.

Thecaller ID module220 interfaces with theprovider127 oragency services115 to modify caller ID or other number information associated with provisioned virtual numbers. For example, thecaller ID module220 presents an interface to the operator to specify number information such as location, ownership, carrier and whether or not any of the information should be restricted or blocked when dialing out from a given MA number.

In some embodiments, thecase module225 interfaces with theprovider127,agency services115 orappliance150 to retrieve activities associated with a given MA number, local number or transmitting number. For example, thecase module225 presents an interface with MA numbers that the operator may select, for example, to view associated activity and number information. Thecase module225 may further provide an interface for the operator to associate contact information or other information (e.g., address book entries) with a given MA number or contact number. Thecase module225 may store the address book entries locally and/or remotely with theagency services115 orappliance150.

In some embodiments, theMA module141 includes anSMS module230 for sending SMS messages with and receiving SMS messages from an MA number. TheSMS module230 may send and receive SMS messages natively (e.g., via the provider127) and/or send and receive non-native messages (e.g., via the agency services115) depending on the device capabilities. TheSMS module230 provides an interface to the operator for selecting or otherwise specifying an MA number to use for sending an SMS message and the number of thecontact device105 that should receive the message. TheSMS module230 communicates (e.g., using the SMS itself or via the interface145) the information for sending the SMS message to theagency service115 and/or theprovider127. TheSMS module230 may further receive SMS messages sent to a MA number natively or via theinterface145. In one embodiment, theSMS module230 mimics the look and feel of a native SMS program on theoperator device101.

In some embodiments, theMA module141 and the modules therein interface and communicate with non-native devices attached to theoperator device101. For example, audio and location data can be determined from accessories coupled (e.g., wired microphone) or wirelessly connected (e.g., Bluetooth headset) to theoperator device101.

Additionally, some or all of the features provided by theMA module141 may require the operator to enter a specified key-in (e.g., button press combination, password or other personal identification) prior to operation or launch.

Virtual Number Provisioning

FIG. 3A is an interaction diagram illustrating a method for provisioning300 and mapping virtual numbers for operating anoperator device101 with MA numbers according to one example embodiment. Initially, theagency service115 receives310 a request including a calling code for provisioning300 a virtual number from amonitoring device107,operator device101, provided web interface or other entity. The calling code can include an area code and country code where the provisioned virtual number will be operated.

Theagency service115queries320 the provider for virtual numbers matching the specified calling code. Theprovider127 returns330 a list of available virtual numbers to theagency service115 which, in turn, transmits the virtual numbers for display to the requestor. Theagency service115 receives335 one or more virtual number selections and claims340 each selected virtual number from theprovider127. Theagency service115 may optionally include modified number information for a claimed virtual number. For example, theagency service115 may optionally include corresponding ANI and caller identification information for a virtual number. Additionally, theagency service115 may optionally include a ring tone specified for playback when the virtual number is dialed. The number information may be edited on the requestingdevice101,107 or in the web interface. Theagency service115 subsequently stores the modified virtual number information and instructs theprovider127 to update the associated virtual number information to configure the virtual number.

With one or more virtual numbers claimed, theagency service115 can receive mapping requests for the virtual numbers and, in turn,map350 the virtual numbers responsive to information in the mapping request. For example, the requestor may be prompted to enter the transmitting number of anoperator device101 for association with a virtual number to be used as a MA number. Theagency service115 stores the transmitting number of theoperator device101 and the MA number in a mapping table (e.g., at theagency service115 or on the appliance150). The requestor may modify the mapping at any time, without any interruption of service at the receiving number.

Oftentimes, MA numbers have a different country code (or area code) than monitoringdevices107 or theoperator device101 connecting to an MA number to monitor or place/receive calls on the MA number. In some cases, the requestor knows the country code or area code where themonitoring devices107 and/oroperator device101 are located. Accordingly, to avoid costly charges for the agency110A, theagency service115 enables the requestor to provision additional virtual numbers with the known country codes and area codes for use as local numbers. Theagency service115 may then receive mapping requests for the local numbers (e.g., to map the transmitting number of the operator device101) and, in turn map local numbers to specified MA numbers.

Whenoperator device101 subsequently dials a local number, theagency service115 identifies the associated MA number from the mapping table. Theagency service115 may further identify the transmitting number or operator PIN associated with the MA/local number and authenticate the operator device101 (e.g., based on the transmitting number or PIN). In turn, theagency service115 instructs theprovider127 to connect theoperator device101 to the MA number or pass audio from the MA number to the local number and connect the operator device to the local number.

When amonitoring device107 dials a local number, theagency service115 identifies associated MA numbers from the mapping table. Theagency service115 may further identify a monitoring number or monitor pin associated the MA/local number and authenticate themonitoring device107. In turn, theagency service115 instructs theprovider127 to connect themonitoring device107 to the MA number or pass audio from the MA number to the local number and connect the monitoring device to the local number. Additionally, as themonitoring device107 should not tip off the contact or otherwise interfere with call status (e.g., ringing, active, etc.), connection/disconnection of the monitoring device107 (e.g., to/from a virtual number or other device or entity) may be delayed or otherwise modified (e.g., muted for thecontact device105 and optionally the operator device105) as not to affect call status or tip off the contact.

In some embodiments, local numbers may be tied to the transmitting number of anoperator device101 for automatic mapping to MA numbers. For example, an operator using thesame operator device101 for multiple investigations in different counties may utilize a different MA number for each investigation (e.g., to keep distinct records or maintain a specific identity). Rather than requiring the operator or personnel monitoring the operator to assign local numbers (or frequently modify mapping) to each MA number on an individual basis, a local number may be tied to theoperator device101. When theoperator device101 is mapped or used with a MA number, theagency service115 maps the tied local number to the MA number. In such a way, a given local number may be dedicated to monitoring/supporting aparticular operator device101. As multiple MA numbers may be associated with a single local number,operating devices101 ormonitoring device107 dialing the local number may be presented with a list of the mapped MA numbers available for placing a call or monitoring. A requestor may re-specify the mapping configuration as needed to change or swap claimed virtual numbers and transmitting numbers between MA numbers and local numbers.

Example embodiments ofmonitoring device107 mapping to MA numbers and/or local numbers can be performed in the same or similar fashion asoperator device101 mappings.Monitoring device107 mapping to MA number and/or local numbers may be used to authorize monitoring devices to listen in on call audio between anoperator device101 andcontact device105. Additionally, the mapping may be used to automatically notify a specifiedmonitoring device107 when the corresponding MA number is used for communications.

FIG. 3B is a table illustrating an example embodiment ofvirtual number mapping350 for operating anoperator device101 with MA numbers. As shown, mapping table360A includes a number ofMA numbers363A mapped to a corresponding transmittingnumber361A (e.g., of operator device101).

When theagency service115 receives connection requests toMA numbers363A from thenetwork120, the agency service identifies the connecting device as theoperator device101 based on the transmittingnumber361A stored in the mapping table360A. In turn, theagency service115 orprovider127 receives a contact number from theoperator device101 and dials thecorresponding contact105 from theMA number363A. If the connecting device's number does not match the transmittingnumber361A, theagency service115 identifies the device as acontact device105 and dials or instructs theprovider127 to dial the specified transmitting number for theoperating device101.

Prior to permitting theoperator device101 to place a call to or receive a call from the MA number or local number, theagency service115 may wait or instruct theprovider127 to wait for key-in of a specified password. For example, in some instances, theprovider127,telephony125/PSTN or agency service may fail to correctly identify or pass a transmitting number of a device or a virtual number for forging a connection. If an improper password or no password is received for a local number, the device is disconnected. For a MA number, ascontacts105 dial the number, if an improper password or no password is received (e.g., within a brief time frame of placing the call) theoperator device105 is dialed. In one embodiment, the operator must enter the password or key-in enter a password (e.g., hitting * or # prior to entering the password) within a given time period (e.g., 2-5 seconds) without being prompted to mitigate suspicion when the line is dialed by another party.

Similar precautions may be implemented to authenticatemonitoring devices107 that dial the local number to monitor the call. In some embodiments, the mapping table360A further includes mappings ofmonitoring device107 transmitting numbers to explicitly identify authorized monitoring devices in addition to operatingdevices101.

FIG. 3C is a table illustrating an example embodiment ofvirtual number mapping350 for operating anoperator device101 with MA numbers. As shown, mapping table360B includes a number ofMA numbers363B mapped to a corresponding transmittingnumber361B (e.g., of operating device101). Additionally shown are a number oflocal numbers365 mapped to theMA numbers363B.

When theagency service115 receives connection requests tolocal numbers365 from thenetwork120, the agency service identifies the connecting device as amonitoring device107 or operator device101 (e.g., based on mapped transmitting numbers or monitor/operator PIN) and identifies the associatedMA numbers363B from the mapping table360B. Theagency service115, in turn, instructs theprovider127 to connect thedevice101,107 with a specifiedMA number363B (e.g., directly, or through the local number365).

If theagency service115 identities the device as theoperator device101, the operator may further enter the number of the contact they desire to dial from the MA number. Theagency service115, in turn, instructs theprovider127 to dial out to the specified contact number from the MA number.

Prior to connecting themonitoring device107 oroperator device101, key-in of a specified password may be required. In some embodiments, the mapping table360B further includes mappings ofmonitoring device107 transmitting numbers to explicitly identify authorized monitoring devices in addition tooperator devices101.

FIG. 3D is a table illustrating an example embodiment ofvirtual number mapping350 for automatically notifying amonitoring device107. As shown, mapping table360C includes a number ofMA numbers363B mapped to a corresponding monitoring number367 (e.g., of monitoring device107).

When theagency service115 receives connection requests toMA numbers363C from thenetwork120, the agency service may identify the connecting device as acontact device105 oroperator device101 using, for example, mapping table360A and/or360B as described above. Theagency service115 enablesoperator devices101 to specify acontact device105 for dialing out to from theMA number363C andcontact devices105 to communicate with theoperator device101 corresponding to the dialedMA number363C. In either instance, theagency service115 may identify one ormore monitoring numbers367 associated with theMA number363C. Theagency service115, in turn, may automatically instruct theprovider127 to dial out to the identifiedmonitoring numbers367 when theMA number363C is used such that themonitoring devices107 may receive call audio in real-time.

In the embodiment shown inFIG. 3D, theagency service115 may instruct theprovider127 to dial out from theMA number363C or otherwise connect themonitoring device107 with theMA number363C. In such cases, audio transmitted from themonitoring device107 or associated with connection process (e.g., any dial tones) to theMA number363C may be disabled.

In other embodiments, amonitoring number367 may be associated with aMA number363C via mapping to a corresponding local number365 (not shown). Accordingly, theagency service115 identifies monitoringnumbers367 based on the mapping to thelocal number365. In such cases, theagency service115 may instruct theprovider127 to dial out to identifymonitoring numbers367 via thelocal numbers365 and pass call audio from the MA number to the local number. Depending on the embodiment, theagency service115 may instruct theprovider127 to disable audio from thelocal number365 to the MA number363 or from themonitoring devices107.

FIG. 4 is an interaction diagram illustrating a method for connecting400 anoperator device101 and contact105 using a virtual number according to one example embodiment.FIG. 4 additionally illustrates a method for connecting400 a monitoring device to virtual number according to one example embodiment. Once theagency service115 provisions300 a virtual number with theprovider127, anoperator device105,monitoring device107 or contact105 may connect400 to the virtual number. However, each entity may be treated differently as explained below.

For anydevice101,105 or107 dialing410 the virtual number, theprovider127 receives the connection request via thetelephony network125 and identifies420 the dialed number as a virtual number provisioned300 byagency service115. Accordingly, in embodiments where theagency service115 stores the mapping table, theprovider127 passes the transmitting number of the device attempting to connect to the virtual number and the virtual number to theagency service115.

Theagency service115, in turn, identifies430 the device attempting to connect to the virtual number as anoperator device101,monitoring device107 or contact105 based on the mapping table. Theagency service115, in turn, instructs theprovider127 to connect (or disconnect)440 the identified device and provide options or perform operations according to the device's classification.

Operator Device

In the case of theoperator device101 dialing an MA number, theagency service115 determines that the transmitting number stored in the mapping table for the dialed MA number matches the number of the device attempting to connect to the MA number. Theagency service115 then instructs theprovider127 to connect440 the device to the MA number as theoperator device101.

Alternatively, if theagency service115 determines that theoperator device101 is attempting to connect to a local number, the agency service determines that the transmitting number stored in the mapping table for the dialed local number (and/or associated MA numbers) matches the number of the device. Theagency service115 then instructs theprovider127 to connect440 the device to the local number as theoperator device101. If only one MA number exists in the mapping table for the local number, theagency service115 may automatically instruct theprovider127 to connect theoperator device101 with the MA number (e.g., directly or via the local number). Alternatively, if there are multiple MA numbers assigned to the local number, a menu with details about the MA numbers may be provided for the operator to select a given MA number. For example, “press 1 for John Doe,” “press 1 for Restricted/Blocked” or “press 1 for 555-111-5555” where “John Doe” and “555-111-5555” may be number information for a corresponding MA number and restricted or blocked indicates that an MA number will not display number information when used.

Once theoperator device101 connects to the desired MA number (e.g., via selection or directly), the operator may enter the number of the contact device105 (e.g., transmitting number of the contact's device) that the operator would like to dial from the MA number. Theprovider127, in turn, dials out500 to the contact number from the MA number (displaying MA number information) and connects the parties. In some embodiments, theagency service127 may identify a monitoring number of amonitoring device107 associated with the MA number or local number in the mapping table. Theagency service127, in turn, may instruct theprovider127 establish a connection with themonitoring device107 for passing call audio between thecontact device105 and theoperator device101 on the MA number. Example embodiments of dialing out to acontact device105 are explained in more detail with reference toFIG. 5A.

Monitoring Device

In the case of amonitoring device107 dialing a MA number, theagency service115 may determine that a transmitting number for a monitoring device stored in the mapping table for the dialed MA number matches the number of the device. Theagency service115 then instructs theprovider127 to connect440 the device to the MA number as amonitoring device107 and disable (e.g., mute) audio received from themonitoring device107.FIG. 3D illustrates an example mapping table for specifying transmitting numbers of monitoring devices that may be automatically dialed in to monitor a MA number, according to one embodiment. A similar table may be used to authorizemonitoring device107 access to MA numbers and/or further indicate whichmonitoring devices107 having general access should be dialed in when a MA number is used by an operator.

Alternatively, if theagency service115 determines that the device is attempting to connect to a local virtual number, the agency service may determine that the number of the device does not match the transmitting number of the operator device stored in the mapping table. For example, theagency service115 may determine theoperator device101 transmitting number stored in the mapping table for the dialed local number (and/or associated MA numbers) and identify devices connecting to the local number that do not match the operator device's transmitting number as monitoring devices. In other embodiments, theagency service115 may identify themonitoring device107 based on matching a monitoring device transmitting number stored in a mapping table for the local number or MA numbers with that of the connecting device. Theagency service115 then instructs theprovider127 to connect440 the device to the local number as themonitoring device107. If only one MA number exists for the local number, theagency service115 may automatically instruct theprovider127 to connect the monitoring device to the MA number as described above (e.g., with audio disabled) or, alternatively, pass audio from the MA number (e.g., call audio between the operator and contact) to the local number. Audio from the local number to the MA number may be disabled such that audio received from monitoring devices need not be disabled on the local number. Alternatively, if there are multiple MA numbers assigned to the local number, a menu with details about the MA numbers may be provided for the operator to select a given MA number. Theprovider127 and/or theagency service115 may additionally notify personnel using themonitoring device107 which MA numbers are active.

In some embodiments, themonitoring devices107 may communicate with other devices monitoring a given MA number through a local number (e.g., like a conference call) although no audio is transmitted to thecontact device105 andoperator device101 on the MA number. Additionally, theprovider127 oragency service115 may provide themonitoring devices107 with key combinations (e.g., *1, 2, etc.) to muteother monitoring devices107, audio on the MA number or their own device.

Contact Device

In one embodiment, theagency service115 identifies430 devices with numbers that do not match a transmitting number stored in the mapping table for a MA number ascontact devices105. Theagency service115 identifies the transmitting number associated with the MA number and instructs theprovider127 to connect440 thecontact device105 to the operator device101 (e.g., by dialing out500 to theoperator device101 directly, or through the MA number). In some embodiments, theagency service127 may identify a monitoring number of amonitoring device107 associated with the MA number in the mapping table. Theagency service127, in turn, may instruct theprovider127 establish a connection with themonitoring device107 for passing call audio between thecontact device105 and theoperator device101 on the MA number. Example embodiments of dialing out500 to the transmitting number of anoperator device101 are explained in greater detail with reference toFIG. 5B.

Additional Considerations

In some embodiments, the PSTN orprovider127 fails to pass the transmitting number associated with an operator device101 (or monitoring device107) to the provider oragency service115. For example, theprovider127 oragency service115 may receive a number other than the operator device's101 and incorrectly identify the operator device. Some example PSTN andprovider127 failures are all zeroes numbers (+00 000-000-0000), restricted numbers (737-874-2833) or simply an incorrect number for theoperator device101. In any instance, theagency service115 may be unable to identify theoperator device101 by the received transmitting number.

Theagency service115 may recognize that some numbers are passed incorrectly (e.g., a restricted number or zeroes number). In response (e.g., for calls to a local number), theagency service115 may play a prompt or instruct theprovider127 to play a prompt such as “press 1 for an operator device or press 2 for a monitoring device.” The prompt can also be ambiguous (e.g., please enter the extension of the party you are trying to reach or similar). Operators or personnel may then key-in as using anoperator device101 ormonitoring device107.

Alternatively, as the key-ins of theoperator device101 andmonitoring device107 typically differ, theagency service115 may instruct theprovider127 to simply play a generic tone or number not available recording to notify users that they need to key-in. The matching of a key-in with stored authentication information identifies the operator device101 (or monitoring device107) on the local number.

In some embodiments, theagency service115 may prompt all devices connecting the local number to key-in for identification. For example, an agency110A may want to enable the option to use unmapped devices asoperator devices101 on a specified MA number.

While prompts are effective for identification on a local number (e.g., as only operators and personnel typically have knowledge of the number and it may further require key-in of a PIN), these methods are ineffective for number pass failures to MA numbers ascontacts105, typically, must be tricked into believing they are making a legitimate, confidential call when they (as opposed to theoperator device101 or monitoring device107) dial the MA number. Accordingly, PSTN orprovider127 failures to pass the transmitting number associated with a device making a call to an MA number may be handled differently.

In one embodiment, theagency service115 may instruct the provider to begin the dial out500 process as if the unidentified device were acontact device105. Once the dial out500 begins, the operator or personnel will realize that their device was not recognized (e.g., because no menu was presented or prompt was played and theprovider127 is dialing out). The contact, on the other hand, would assume operation as normal. In order to capitalize on this difference, theagency service115 may instruct theprovider127 to capture a key-in during the dialing process for identifying the requesting device as amonitoring device107 oroperator device101. The requesting device is then identified and connected according to the provided key-in.

Operating an Operator Device

FIG. 5A is an interaction diagram illustrating a method for dialing out500A to acontact device105 using a MA number, according to one example embodiment. Once theconnection400 between theoperator device101 and the MA number is established, the operator may enter the transmitting number of acontact device105. Alternatively, the number of thecontact device105 may have been previous entered in an application. In either instance, theoperator device101 transmits510 the dial out number to theprovider127. Theprovider127, in turn, dials out515 to thecontact device105 from the MA number. Thus, when thecontact device105 receives the connection request, the call appears to be coming from the MA number. Accordingly, thecontact device105 will display number information (if any, e.g., for blocked or restricted number) for the MA number rather than theoperator device105. If thecontact device105 picks up, theprovider127 establishes520 a connection between theoperator device105 and the contact device105 (e.g., through the MA number or local number, or directly as the contact device will not receive additional number or device information from the operator device). Theoperator device101 and/orprovider127 may optionally transmit the number of thecontact device105 to theagency service115 for records keeping or to open a new record.

Once theconnection520 between theoperator device101 and thecontact device105 is established, theprovider127 may begin recording audio on the line. Theoperator device101 collects audio data using a microphone coupled to the operator device. Theoperator device101, in turn, transmits525 the collected audio data to theprovider127 andcontact device105 by way of the connection through the MA number. Thecontact device105 communicates with theoperator device101 in a similar fashion. Theprovider127 may additionally enablemonitoring devices107 to connect to the MA number or local number to monitor the call and/or transmit the audio data received from theoperator device101 and thecontact device105 to theagency service115 orappliance150 over thenetwork120.

Furthermore, theoperator device101 may also collect location data from GPS receivers and other direction mechanisms coupled to the operator device. Theoperator device101 may determine a location measurement including the position of the operator device, direction and speed of the operator device and associated accuracy of the measurement. Theoperator device101 transmits525 the location measurement to theagency service115. In some embodiments, theoperator device101 determines and transmits525 the location measurements in real-time to theagency service115.

Theprovider127 and/or theagency service115 may update530 theappliance150 with the received audio data. Theagency service115 orprovider127 may also update530 the appliance with any other data received from theprovider127 and/oroperator device101.

In some embodiments, theagency service115 may instruct theprovider127 to automatically dial in600 amonitoring device107 for receiving call audio between theoperator device101 andcontact device105. Theagency service115 may identifymonitoring devices107 to dial in600 based on mapping table information, for example, as illustrated inFIG. 3D. In one embodiment, theprovider127 dials in600 themonitoring device107 temporally proximate to dialing out515 to the contact such that the monitor substantially receives call audio in real time. Other embodiments may dial in600 a monitoring device in an order other than that illustrated inFIG. 5A.

FIG. 5B is an interaction diagram illustrating a method for dialing out500B to anoperator device101 using a MA number, according to one example embodiment. As described above, thecontact device105 initiates400 a connection to a MA number and theagency service115 instructs theprovider127 to connect thecontact device105 to theoperator device101. Accordingly, theagency service115 transmits510 the transmitting number of theoperator device101 as stored in the mapping table for the MA number to theprovider127. Depending on the embodiment, theagency service115 and/orprovider127 may be configured to coordinate connection of thecontact device105 with the MA number and subsequent dialing theoperator device101 or dialing theoperator device101 directly.

Connection Through MA Number

Theagency service115 may instruct theprovider127 to connect thecontact device105 to the MA number but continue to play a ring tone on the line after establishing the connection. In effect, thecontact device105 is connected to the MA number but does not know a connection has already been established because the ring tone is still playing. Temporally proximate to establishing the connection between thecontact device105 and the MA number, theprovider127 dials out515 to the provided transmitting number of theoperator device101. In response to theoperator device101 answering the call, theprovider127 stops the ring tone played for thecontact device105 and establishes theconnection520 between the parties. If theoperator device101 does not answer, theprovider127 may direct thecontact device105 to a voice mail box associated with the MA number or disconnect thecontact device105.

As ring tones can differ between countries, and for a host of other reasons, the ring tone played for the contact may need to differ from a default ring tone for the MA number, e.g., based on the location of where the MA number is based. For example, if the MA number is based in the United Kingdom and the contact expects the operator to be in the United States, the contact may hear an incorrect ring tone as the United Kingdom ring tone may be played. Accordingly, theagency service115 may instruct theprovider127 to play, and continue to play a ring tone specified (e.g., a specified mp3 file) for the MA number. The ring tone specified for the MA number may be that of the location where the MA number is based (e.g., default, based on country code) or that of a location where the operator using the MA number is expected to be (e.g., configured, by theagency service115 or other entity). Thus, the expected ring tone may be played for the contact.

Direct Connection

Theagency service115 may instruct theprovider127 to connect thecontact device105 to theoperator device101 by forwarding the call to the transmitting number of theoperator device101 to dial out515. Typically, this process would result in the contact hearing the ring tone of theoperator device101. As ring tones can differ between countries, and for a host of other reasons, the ring tone being played may be different than the ring tone expected for the MA number. For example, if the MA number is based in the United Kingdom and theoperator device101 is located in the United States, the ring tones may differ. If the contact expects the operator to be in the United States, the contact would hear the expected ring tone. However, if the contact expects the operator to be in the United Kingdom, the contact may hear an incorrect ring tone. Additionally, if the contact expects the operator to be in a country other than the United Kingdom or United States, the contact may hear an incorrect ring tone in either case. Accordingly, theagency service115 may instruct theprovider127 to play the ring tone specified (e.g., a specified mp3 file) for the MA number rather than that of theoperator device101 being dialed. The ring tone specified for the MA number may be that of the location where the MA number is based (e.g., default, based on country code) or that of a location where the operator using the MA number is expected to be (e.g., configured, by theagency service115 or other entity). Thus, the expected ring tone may be played for the contact.

In some embodiments, theprovider127 plays an mp3 file of the ring tone specified for the MA number to thecontact device105. Alternatively, theprovider127 may dial the MA number itself, where the MA number is configured with the desired (or default) ring tone, and pass the ring tone audio to thecontact device105. In either instance, theprovider127 suppresses the ring tone of theoperator device101, for example, by disabling audio from the operator device, until theoperator device101 answers the call. Once theoperator device101 answers, theprovider127 establishes theconnection520 between the parties and may pass audio on the line between the parties and optionally to a local number ormonitoring device107 connected to the MA number for monitoring and/or recording. If theoperator device101 does not answer, theprovider127 may direct thecontact device105 to a voice mail box associated with the MA number or disconnect the contact device.

In some embodiments, theprovider127 and/oragency service115 may providenotification information517 to theoperator device101. Thenotification information517 includescontact device105 and/or MA number information describing the caller and identity expected from the operator. In some embodiments,notification information517 may be injected into, or included with, caller identification information provided for a typical call. In other embodiments,notification information517 may be provided in a SMS message or otherwise transmitted to theoperator device101 for display using anMA module141. In one embodiment, rather than immediately establishing520 the connection between theoperator device101 and thecontact device105 when theoperator device101 answers, theprovider127 transmits audio data includingnotification information517 for the operator. Theagency service115 may further instruct theprovider127 to provide options to accept the call, disconnect the call or forward the call to voicemail of the MA number (e.g., by hanging up or selecting a provided option).

Once theconnection520 between theoperator device101 and thecontact device105 is established, theprovider127 records audio on the line. Theoperator device101 collects audio data using a microphone coupled to the operator device. Theoperator device101, in turn, transmits525 the collected audio data to theprovider127 andcontact device105 by way of the connection through the MA number. Thecontact device105 communicates with theoperator device101 in a similar fashion. Theprovider127 may additionally enablemonitoring devices107 to connect to the MA number or local number to monitor the call and/or transmit the audio data received from theoperator device101 and thecontact device105 to theagency service115 orappliance150 over thenetwork120.

Furthermore, theoperator device101 may also collect location data from GPS receivers and other direction mechanisms coupled to the operator device as described above with reference toFIG. 5A. Theprovider127 and/or theagency service115 may update530 theappliance150 with the received audio data. Theagency service115 orprovider127 may also update530 the appliance with any other data received from theprovider127 and/oroperator device101.

In some embodiments, theagency service115 may instruct theprovider127 to automatically dial in600 amonitoring device107 for receiving call audio between theoperator device101 andcontact device105. Theagency service115 may identifymonitoring devices107 to dial in600 based on mapping table information, for example, as illustrated inFIG. 3D. In one embodiment, theprovider127 dials in600 themonitoring device107 temporally proximate to dialing out515 to the operator such that the monitor substantially receives call audio in real time. Other embodiments may dial in600 a monitoring device in an order other than that illustrated inFIG. 5B.

SMS Communications

In addition to placing and receiving calls though virtual numbers, theoperator device101 may also send and receive SMS messages through MA numbers. Depending on the embodiment of theoperator device101, SMS messages may be sent/received via native SMS capability or using an application or web browser. Thus, theoperator device101 need not require telephony capability for SMS communications through a MA number.

Sending a SMS Message

In one embodiment, to send an SMS from a MA number to thecontact device105, the operator prepends or appends (e.g., manually or using a MA module141) a native SMS message (e.g., To: [contact number]|The meeting is at 10 am) sent to the MA number from theoperator device101 to indicate the intendedcontact device105. Theprovider127 forwards SMS messages received on the virtual numbers to theagency service115 for processing. Theagency service115 parses the SMS to determine information about thecontact device105, such as a transmitting number preprended or appended to the SMS message. Theagency service115 may also parse the SMS to determine the transmitting number of the source (e.g., for look-up in a mapping table) and/or key-in information for authentication of the source. In turn, theagency service115 extracts the transmitting number of the contact, any device information associated with the operator device and any formatting or key-in information from the SMS message. Theagency service115 then instruct theprovider127 to transmit the modified SMS message to the extracted contact number from the MA number that originally received the SMS. In some embodiments, theMA module141 provides an interface for the user to enter an MA number and contact number, which are automatically attached to the SMS.

Alternatively, embodiments of theoperator device101 may communicate data for transmitting via SMS from the MA number to theagency service115. For example, embodiments of theMA module141 or a web interface may provide a menu or interface for the user to enter or otherwise select a given MA number and transmitting number of acontact device105. The interface further provides the operator with the ability to enter message content. The operator may then submit the message and associated information to theagency service115. Theagency service115 then instructs theprovider127 to transmit an SMS message containing the message to the specified contact number from the specified MA number.

Once the SMS is delivered, theprovider127 and/oragency service115 may confirm receipt of the SMS at thecontact device105 withoperator device101 or other entity and/or update theappliance150 with a copy of the SMS and associated information.

Receiving a SMS Message

In one embodiment, to receive an SMS sent to a MA number from thecontact device105, theprovider127 transmits data (e.g., SMS messages) received on the virtual numbers to theagency service115 for processing. Theagency service115 may then parse the SMS. However, as the SMS message content does not include appended or prepended information (e.g., in the correct format with a transmitting number), theagency service115 identifies the SMS message as an inbound message on the MA number for delivery to theoperator device101. Theagency service115 may also determine information about the received message, the contact device105 (e.g., the transmitting number of the device) and/or MA number the message was received on and append or prepend a SMS message with the information. In turn, theagency service115 determines the transmitting number of theoperator device101 associated with the MA number that received the SMS message and instructs theprovider127 to transmit the SMS message to theoperator device101 with any attached information.

Theagency service115 may instruct the provider to transmit SMS messages to theoperator device101 from the MA number the message was received on to prevent inadvertent, direct communication with thecontact device105. For example, theagency service115 orprovider127 may prepend a SMS message with the transmitting number of the contact device the original SMS message was received from. In turn, theagency service115 may and send the prepended SMS, including the original message content (e.g., From: [contact number]|The meeting is at 10 am), from the MA number to theoperator device101.

In some embodiments, theMA module141 provides an interface for the user to view SMS messages. TheMA module141 may parse the SMS message to determine MA number and/orcontact device105 information attached by theagency service115 and extract the attached information for presentation in an interface.

Alternatively, theagency service115 may communicate content from SMS messages received on an MA number and associated contact and MA number information to theoperator device101. For example, embodiments of theMA module141 may receive and display messages and associated information in an interface for the operator. Alternatively, theagency service115 may provide a web interface to display the received SMS and associated information.

Once the SMS is delivered, theprovider127 and/oragency service115 may confirm receipt of the SMS at theoperator device101 or other entity and/or update theappliance150 with a copy of the SMS and associated information.

In some embodiments, theagency service115 may notify amonitoring device107 when SMS messages are sent from the MA number. As described above, messages from theoperator device101 to the contact device105 (and vice versa) may be sent through the virtual number, albeit with a different format. Thus, for example, whenever theagency service115 instructs theprovider127 to send a SMS message using the MA number, theagency service115 may prepare a notification for transmission to themonitoring device107 based on the sent SMS message information. In one embodiment, the notification is also a SMS message, which is prepended with contact, MA number and/or operator information. The SMS message may be transmitted to themonitoring device107 from the MA number or communicated in another manner such as using the local number or email. In the case of transmission using the MA number, theagency service115 may minimally prepend the notification with contact information and whether the contact is receiving the SMS from or sending the SMS to the operator (e.g., From/To: [contact number]|The meeting is at 10 am) as the monitor can identify the operator from the MA number.

Monitoring an Operator Device

FIG. 6 is an interaction diagram illustrating a method for dialing in600 amonitoring device107 to monitor anoperator device101 according to one example embodiment. As described above, theagency service115 and/orprovider127 may provision virtual numbers andstore mapping information300 for the virtual numbers in mapping table (e.g., as shown inFIG. 3D). In some embodiments, theagency service115 may store a mapping table associating MA numbers with monitoring numbers (transmitting numbers of monitoring device107) to identify monitoring device for automatically receiving call audio between aoperator device101 andcontact device105.

In one embodiment, theagency service115 detects610 the initiation of a dial out using a MA number. For example, theagency service115 may detect when dial outinstructions605 are transmitted to theprovider127 or processed at the provider to perform a dial out. The dial outinstructions605 may comprise instructions for theprovider127 to establish a connection between acontract device105 andoperator device101 using a MA number. For example, as shown inFIG. 5A, theagency service115 may detect when theprovider127 receives the dial out number transmitted510 by the operator device or when theprovider127 begins to dial out515 to the content. In another example, as shown inFIG. 5B, theagency service115 may detect when an operator number is transmitted510 to theprovider127 or when theprovider127 begins to dial out515 to the operator.

Once theagency service115 detects610 the initiation of a dial out by way of a MA number, the agency service identifies620 any monitoring numbers associated with the MA number in the mapping table (e.g., as shown inFIG. 3D). In turn, theagency service115 transmits instructions630 to theprovider127 for dialing in the monitoring device to receive call audio on the MA number. Theagency service115 may identify620 multiple monitoring numbers and transmit instructions enablingmultiple monitoring device107 to receive call audio.

Theprovider127 receives the instructions and establishes640 a connection with themonitoring device107. For example, theprovider127 may dial in themonitoring device107 from the MA number associated with the monitoring number (transmitting number) of the monitoring device. While themonitoring device107 is being dialed in, a connection betweencontact device105 andoperator device101 may be in the process of being established or already established. In either instance, theprovider127 may disable audio from themonitoring device107 such that the contact is (or will be) unaware of the monitor's presence on the line. In another example embodiment, theprovider127 may establish640 the connection with themonitoring device107 through a local number.

In some instances, the connection with themonitoring device107 may be established prior to the connection between thecontact device105 andoperator device101, for example, if the monitor answers the dial in before both of thecontact device105 andoperator device101. In turn, theagency service115 and/or theprovider127 may inform the monitor of the status of the connection between thecontact device105 and theoperator device101. For example, theprovider127 may play an audio message “Please wait while the parties are connected.”

In some instance, the connection with themonitoring device107 may be established after the connection between thecontact device105 andoperator device101 has ended, for example, the call between the contact and operator lasts only 10 seconds and the monitor answers the dial in at 13 seconds. In turn, theagency service115 and/or theprovider127 may inform the monitor of the status of the connection between thecontact device105 and theoperator device101. For example, theprovider127 may play an audio message “The call has already ended, Goodbye.”

Additionally, theagency service115 and/or theprovider127 may prompt the monitor to enter a key-in or key selection within a predetermined period of time from initiating the dial in600. For example, when establishing640 the connection the monitor may be required to “Press 1 to join the call in progress” (e.g., in response to an audible prompt), where pressing 1 causes the provider to connect themonitoring device107. Providing the key-in or key selection indicates to theprovider127 that the monitor is on the line and optionally authenticates the monitor. Failure to provide the key in or key selection within the predetermined period of time may cause theprovider127 to terminate the connection, thus preventing a partial conversation between the contact and operator from being saved to the monitor's voicemail or an unauthorized person from monitoring the call.

FIGS. 7A and 7B are example interaction diagrams illustrating methods for monitoring700 anoperator device101 according to an embodiment. Amonitoring device107 may monitor700A,700B,700C theoperator device101 using the example processes outlined below.

As described above, and illustrated inFIG. 7A, theagency service115 receives710A collected data from the operator device and/or theprovider127. Additionally, theprovider127 may receivedata710B from theoperator device101. The collected data710 may include call audio between the operator and the contact, GPS data, etc. In turn, theagency service115 and/orprovider127 may update530 the appliance at theagency110.

Referring toFIG. 7A, in one embodiment, themonitoring device107 connects400 to a local number or MA number formonitoring700A theoperator device101. Themonitoring device107 may be connected400 by answering an incoming call from the local or MA number initiated by theprovider127 or dialing a virtual number directly as described with reference toFIG. 4.

Once the connection between themonitoring device107 and the MA number or local number is established, themonitoring device740 receives the live audio transmitted between theoperator device101 and thecontact device105. To continue monitoring700A theoperator device101, themonitoring device107 simply maintains theconnection400 with the virtual number.

In another embodiment, themonitoring device107 connects750 to theagency service115 and/orappliance150 for monitoring700C theoperator device101. Themonitoring device107 may establish the connection750 using a web browser ormonitoring module143 that retrieves or streams collected data via a monitoring interface on theappliance150 or agency service115 (e.g., monitoring interface145).

In one example embodiment, themonitoring device107 streams660 audio and/or location measurements in real-time from theagency service115. In addition, themonitoring device107 can retrieve670 historical data stored on theappliance150 to view previously recordedoperator device101operating sessions500. In some embodiments, theappliance150 also supports real-time monitoring.

Referring now toFIG. 7B, in another embodiment, themonitoring device107 receives600 a dial in to monitor700C call audio, for example on the MA number being used to established the connection between thecontact device105 and theoperator101. Themonitoring device107 may receive600 the dial in as a connection request from the MA number or alternatively, a local number associated with the MA number.

If themonitoring device107 answers the dial in request, theprovider127 establishes a connection between themonitoring device107 and the MA number or local number. Once the connection is established, theprovider127 ensures themonitoring device107 receives740 the live audio transmitted between theoperator device101 and thecontact device105. To continue monitoring700C theoperator device101, themonitoring device107 simply maintains the connection. In order to avoid alerting the contact to the monitor device's107 presence on the line, theprovider127 may disable incoming audio from the monitoring device. As themonitoring device107 may receive the dial in600 in real-time with the call between the contact and the operator (e.g., as the connection between theoperator device101 andcontact device105 is being established, or subsequent to theoperator device101 andcontact device105 being connected), theagency service115 and/orprovider127 may receive710 data such as call audio, GPS, etc. and/or update530 the appliance prior to, during, and/or subsequent tomonitoring process700C.

Additionally, themonitoring module143 may interface with the native dialer of themonitoring device107 and notify the monitor when a dial in is received600. Themonitoring module143 may display information associated with the dial in such as number information for the parties and MA number being used - - - - -, mapping information, and/or case information stored at theagency service115,provider127, and/orappliance150. For example, themonitoring module143 may communicate with theagency service115 and/orappliance150 to receive mapping information and case information corresponding to MA numbers (and operating devices) the transmitting number of themonitoring device107 executing themonitoring module143 is authorized to monitor.

In some instances, themonitoring device107 receives notifications from themonitoring interface145 for display in the web browser or with themonitoring module143. Example notifications include audio or visual alerts for notifying personnel if theoperator device101 stops transmitting real-time data (e.g., ends the call). In some embodiments, themonitoring device107 may also retrieve or receive SMS communications between theoperator device101 and thecontact device105 using themonitoring interface145 for display in the web browser, with themonitoring module143, or via a SMS generated for the monitoring device, e.g., prepended with contact information (and optionally MA number and/or contact information).

SUMMARY

The foregoing description of the embodiments has been presented for the purpose of illustration; it is not intended to be exhaustive or to limit the disclosure to the precise forms disclosed. Persons skilled in the relevant art can appreciate that many modifications and variations are possible in light of the above disclosure.

Some portions of this description describe the embodiments in terms of algorithms and symbolic representations of operations on information. These algorithmic descriptions and representations are commonly used by those skilled in the data processing arts to convey the substance of their work effectively to others skilled in the art. These operations, while described functionally, computationally, or logically, are understood to be implemented by computer programs or equivalent electrical circuits, microcode, or the like. Furthermore, it has also proven convenient at times, to refer to these arrangements of operations as modules, without loss of generality. The described operations and their associated modules may be embodied in software, firmware, hardware, or any combinations thereof.

Any of the steps, operations, or processes described herein may be performed or implemented with one or more hardware or software modules, alone or in combination with other devices.

Embodiments may also relate to an apparatus for performing the operations herein. This apparatus may be specially constructed for the required purposes, and/or it may comprise a general-purpose computing device selectively activated or reconfigured by a computer program stored in the computer. Such a computer program may be stored in a non-transitory, tangible computer readable storage medium, or any type of media suitable for storing electronic instructions, which may be coupled to a computer system bus. Furthermore, any computing systems referred to in the specification may include a single processor or may be architectures employing multiple processor designs for increased computing capability.

Embodiments may also relate to a product that is produced by a computing process described herein. Such a product may comprise information resulting from a computing process, where the information is stored on a non-transitory, tangible computer readable storage medium and may include any embodiment of a computer program product or other data combination described herein.

Finally, the language used in the specification has been principally selected for readability and instructional purposes, and it may not have been selected to delineate or circumscribe the inventive subject matter. It is therefore intended that the scope of the disclosure be limited not by this detailed description, but rather by any claims that issue on an application based hereon. Accordingly, the disclosure of the embodiments is intended to be illustrative, but not limiting, of the scope of the disclosure, which is set forth in the following claims.

Claims (23)

What is claimed is:

1. A computer based method comprising:

configuring a virtual number with a provider of the virtual number, the virtual number configured with number information operable on a public switched telephone network (PSTN) and to playback a specified ring tone to telephonic devices requesting to connect to the virtual number, the virtual number associated with a transmitting number on the PSTN corresponding to an operator device in a mapping table and the specified ring tone spoofing the location of the operator device;

receiving information in response to a request from a telephonic device to connect to the virtual number associated with the operator device, the information including a transmitting number on the PSTN corresponding to the telephonic device and the virtual number, the telephonic device receiving audio corresponding to the specified ring tone spoofing the location of the operator device;

automatically identifying the telephonic device as the operator device or a contact device based on a comparison of the transmitting number on the PSTN of the telephonic device with the transmitting number on the PSTN of the operator device stored in association with the virtual number in the mapping table;

in response to identifying the telephonic device as the contact device or the operator device, transmitting instructions for establishing a first connection between the contact device and the operator device through the virtual number for transmitting audio;

automatically identifying a transmitting number on the PSTN of a monitoring device stored in association with the virtual number in the mapping table; and

automatically transmitting instructions for establishing a second connection with the monitoring device responsive to the identified transmitting number on the PSTN of the monitoring device, the second connection configured to:

permit the monitoring device to receive audio communications between the contact device and the operator device on the first connection; and

prevent the contact device and the operator device from receiving audio associated with the second connection, the audio associated with the second connection comprising audio from establishing the second connection with the monitoring device and audio received on the second connection from the monitoring device for a duration of the second connection.

2. The method ofclaim 1, wherein identifying the telephonic device as the contact device comprises transmitting instructions for connecting the contact device with the operator device associated with the virtual number to establish the first connection.

3. The method ofclaim 1, wherein identifying the telephonic device as the operator device comprises receiving information including a transmitting number on the PSTN corresponding to a contact device from the operator device and transmitting instructions for connecting the operator device with the contact device through the virtual number to establish the first connection.

4. The method ofclaim 1, wherein the duration of the second connection comprises providing the audio communications between the operator device and the contact device on the first connection to the monitoring device over the second connection.

5. The method ofclaim 1, wherein the duration of the second connection comprises providing the audio communications between the operator device and the contact device on the first connection to the monitoring device over the second connection and terminating the second connection.

6. The method ofclaim 1, wherein the instructions establishing the second connection permitting the monitoring device to receive audio communications include instructions for connecting the monitoring device with a second virtual number and passing audio communications between the operator device and contact device to the second virtual number.

7. The method ofclaim 1, wherein the instructions establishing the second connection permitting the monitoring device to receive audio communications include instructions for connecting the monitoring device with the virtual number.

8. The method ofclaim 1, wherein the telephonic device is identified as the operator device in response to a match between the transmitting number of the telephonic device with the transmitting number of the operator device stored in association with the virtual number in the mapping table.

9. The method ofclaim 1, wherein the telephonic device is identified as the contact device in response to a lack of match between the transmitting number of the telephonic device with the transmitting number of the operator device stored in association with the virtual number in the mapping table.

10. The method ofclaim 1, further comprising:

provisioning the virtual number with the provider based on desired number information on the PSTN received for the virtual number;

receiving mapping information for the virtual number, the mapping information including the transmitting number corresponding to the operator device; and

storing the virtual number in the mapping table as a receiving number in association with the transmitting number corresponding to the operator device.

11. The method ofclaim 1, further comprising:

in response to the mapping table identifying the telephonic device requesting to connect to the virtual number as the contact device, transmitting instructions for continuing to play the specified ring tone to the contact device until the first connection between the contact device and the operator device is established.

12. The method ofclaim 1, wherein the specified ring tone spoofs the physical location of the operator device.

13. A system comprising:

a server comprising one or more processors and a non-transitory computer-readable storage medium storing computer program code, the computer program code when executed performing steps comprising:

configuring a virtual number with a provider of the virtual number, the virtual number configured with number information operable on a public switched telephone network (PSTN) and to playback a specified ring tone to telephonic devices requesting to connect to the virtual number, the virtual number associated with a transmitting number on the PSTN corresponding to an operator device in a mapping table and the specified ring tone spoofing the location of the operator device;

receiving information in response to a request from a telephonic device to connect to the virtual number associated with the operator device, the information including a transmitting number on the PSTN corresponding to the telephonic device and the virtual number, the telephonic device receiving audio corresponding to the specified ring tone spoofing the location of the operator device;

automatically identifying the telephonic device as the operator device or a contact device based on a comparison of the transmitting number on the PSTN of the telephonic device with the transmitting number on the PSTN of the operator device stored in association with the virtual number in the mapping table;

in response to identifying the telephonic device as the contact device or the operator device, transmitting instructions for establishing a first connection between the contact device and the operator device through the virtual number for transmitting audio;

automatically identifying a transmitting number on the PSTN of a monitoring device stored in association with the virtual number in the mapping table; and

automatically transmitting instructions for establishing a second connection with the monitoring device responsive to the identified transmitting number on the PSTN of the monitoring device, the second connection configured to:

permit the monitoring device to receive audio communications between the contact device and the operator device on the first connection; and

prevent the contact device and the operator device from receiving audio associated with the second connection, the audio associated with the second connection comprising audio from establishing the second connection with the monitoring device and audio received on the second connection from the monitoring device for a duration of the second connection.

14. The system ofclaim 13, further comprising:

a second server comprising one or more processors and a computer-readable storage medium storing computer program code, the computer program code when executed performing steps comprising:

identifying connection requests from telephonic devices to the virtual number;

receiving instructions for dialing out to telephonic devices;

establishing connection between the contact device and the operator device; and

recording audio received from the contact device and the operator device.

15. The system ofclaim 13, wherein identifying the telephonic device as the contact device comprises transmitting instructions for connecting the contact device with the operator device associated with the virtual number to establish the first connection.

16. The system ofclaim 13, wherein identifying the telephonic device as the operator device comprises receiving information including a transmitting number on the PSTN corresponding to a contact device from the operator device and transmitting instructions for connecting the operator device with the contact device through the virtual number to establish the first connection.

17. The system ofclaim 13, wherein the instructions establishing the second connection permitting the monitoring device to receive audio communications include instructions for connecting the monitoring device with a second virtual number and passing audio communications between the operator device and contact device to the second virtual number.

18. The system ofclaim 13, wherein the instructions establishing the second connection permitting the monitoring device to receive audio communications include instructions for connecting the monitoring device with the virtual number and passing audio communications between the operator device and contact device to the second virtual number.

19. The system ofclaim 13, further comprising:

in response to the mapping table identifying the telephonic device requesting to connect to the virtual number as the contact device, transmitting instructions for continuing to play the specified ring tone to the contact device until the first connection between the contact device and the operator device is established.

20. The system ofclaim 13, wherein the specified ring tone spoofs the physical location of the operator device.

21. A computer based method comprising:

configuring a virtual number with a provider of the virtual number, the virtual number configured with number information operable on a public switched telephone network (PSTN) and to playback a specified ring tone to telephonic devices requesting to connect to the virtual number, the virtual number associated with a transmitting number on the PSTN corresponding to an operator device in a mapping table and the specified ring tone spoofing the location of the operator device;

receiving information in response to a request from a telephonic device to connect to the virtual number, the information including a transmitting number on the PSTN corresponding to the telephonic device and the virtual number, the telephonic device receiving audio corresponding to the specified ring tone spoofing the location of the operator device;

identifying the telephonic device as the operator device or a contact device based on a comparison of the transmitting number on the PSTN of the telephonic device with the transmitting number on the PSTN of the operator device stored in association with the virtual number in the mapping table; and

in response to identifying the telephonic device as the contact device, transmitting first instructions for establishing a first connection between the contact device and the virtual number and transmitting second instructions for establishing a second connection between the operator device and the virtual number, the first instructions causing the specified ring tone to continue playing for the contact device until the second connection between the operator device and the virtual number is established.

22. The method ofclaim 1, wherein audio from establishing the second connection with the monitoring device comprises tones associated with dialing the monitor device.

23. The system ofclaim 13, wherein audio from establishing the second connection with the monitoring device comprises tones associated with dialing the monitor device.

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